Page 9 - The Compass 2017 | Volume 12 | Issue 8

LEARNING FROM THE BEST

HoW long did it take you to get to tHat 97 perCent and so on. If they interrupt me, or after saying all that, they
Mark? question our $69 service fee, I lead right into the Home Pro-
I never recorded or followed what I did prior to learning tection Plan. I’ll say, “There are ways we can waive that fee
about [ESI Scoreboard] last year. So, I set a goal for myself. today. If you sign up for our Home Protection Plan, you don’t
From February to December, I made it my goal to win. I fin- pay dispatch fees, along with… and I list all the benefits. For
ished at 97 percent. example, if you need us to come out on the weekend, that’s
$139. It’s waived as a member. You’re immediately getting
WHat did you do differently to Hit tHat goal? Was
it just Motivation? your money’s worth.”
Coming from door-to-door sales where I didn’t have a sin- WHat do you say WHen people don’t Want to pay
gle lead provided me, my mentality is now: when that phone tHe fee BeCause tHey just Want an estiMate?
rings, that’s a hot lead. I don’t want to let it go. They’re en- I tell people, “We’re going to provide you with three esti-
gaged. They need us, and they’re ready to buy. I will sell my- mates. You don’t have to call another company. We’re going
self, my company, and my technicians to get that appoint- to show you options on every repair.” That’s the new thing
ment. I won’t lose it. we preach here: “We’re going to show you options.” I say that
HoW do you disarM upset CustoMers? i Mean, Most to people: “We’re going to provide you with options; we’re
people are Calling BeCause tHey Have soMe type going to show you how to save money today, and we’re going
of unexpeCted proBleM. to take care of your problem today.”
I always try to find some common ground, or I try to get WHat if people say, i already Have an estiMate, and
them to laugh, even when they’re stressed out because they i didn’t Have to pay for it?
had a fire. In those cases, especially, I want them to know—as I ask, “Was that company full licensed, bonded, and insured?
sincerely as I can communicate over the phone—that we are Did you know if the technician was background checked,
going to take care of them, and they’re going to be okay. drug tested, and fully trained? My guys are going to come to
your home in a professional uniform driving a marked truck.
HoW do you go aBout finding CoMMon ground over
tHe pHone? you’re not aBle to see tHe person or You’re going to get an estimate right then and there—there’s
tHeir HoMe, after all. none of this going back and forth stuff. If you need us on the
In my opening, I’ll always say, “It’s a great day…,” and for ex- weekends, we’re here. Bottom line, you’re getting a company
ample, people will say, “Well, I wish it was a great day here!” that’s local, and that’s going to take care of your problem—
I’ll reply, “Well, how can I make it great for you?” If you the right way—while saving you time.”
follow the [ESI script] it defuses people. Let’s say someone WHy do you tHink you’ve Had so MuCH suCCess
tells me they had an electrical fire. I’ve had that happen to my Booking Calls?
mom. I share that with people, and I empathize with them The sales background and knowing the importance of that
that I know how scary that can be. phone ringing are a big part of it. I’m fully engaged when I
It comes down to asking questions. In a previous career, I talk with them. I personalize everything. I want the customer
traveled the whole state. When people tell me their location, to feel good. And I believe in constant communication—espe-
I use that knowledge. I’ll say, “Oh, you’re right by that restau- cially when explaining something as small as permit proce-
rant such and such. That’s a great place.” To get them to stop dures for the larger jobs. You need to be able to explain those
thinking about their problem for a moment. And then they processes [so the customers always understand what’s going
know that I’m a local person, and people like that. on and why.]
do you sell HoMe proteCtion plans over tHe But I really believe I’m successful because I believe in the
pHone? SGI way. You must believe in it—from the moment the phone
I just started. After going to Expo in Vegas, I was amazed rings to how my guys handle the job. The SGI way holds us
how these CCRs can sell so many. At the very least, I always to a standard as a team. I’m truly blessed to be a part of this
plant the seed during every call. I tell them the benefits of it great organization.
and sell the value. And it truly is a value. I can speak to it be- WHat pieCe of adviCe Would you Have for a neW
cause I was a member before coming to work here. I tell peo- Csr?
ple that. Now, you can tell when someone is brushing you off. Learn the script, and say it bubbly. Have a mirror on your
In those situations, I don’t push. I just explain my technician desk to remind yourself to smile on every single phone call.
will go over it and explain how you can save money today. And do not bring any drama to this office. I don’t care how
bad my day is, that will never show in my voice—ever. That’s
do you ever get any pusHBaCk on your serviCe fee?
Sometimes. When I mention the Service Fee, I go right into so important. You have to be confident and believe in your-
the benefits we provide. I’ll say, “I’m sending out a drug-test- self. Yes, if you’re new, you’re going to stumble. That’s okay.
ed, background-checked, fully trained-once-a-week techni- You’ll get through that, but at least be bubbly and positive.
cian with 18 years of experience driving a fully stocked truck

THE COMPASS | Issue 8 | 2017 9